R81 000 shock bill sparks eThekwini billing crackdown

The eThekwini Municipality says it is intensifying efforts to improve billing accuracy, customer service and transparency following concerns over estimated meter readings. The City was responding to queries fromThe Mercuryafter IFP councillor Jonathan Annipen intervened in the case of a Phoenix pensioner who received a municipal account of R81 000. The amount had accumulated due to estimated billing over an extended period.

Annipen said no physical meter readings had been conducted at the property for more than a year. Following his engagement with officials, the outstanding amount was written off. EThekwini’s Deputy Head of Marketing and Communications, Gugu Sisilana, said the municipality has taken steps to curb estimated readings and tighten billing controls.

She attributed recent improvements to the consolidation of meter reading operations under the Finance Department. According to Sisilana, most remaining estimated bills stem from limited access to properties rather than system failures. She said both water and electricity meter readings are being stabilised, with a long-term goal of implementing monthly readings across all services.

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She noted that estimated readings are a common industry practice used to prevent large backdated charges. However, the City is rolling out automated meter reading technology to reduce manual processes, limit human error and improve precision. Faulty meters are being replaced through approved suppliers, while the installation of prepaid and smart meters is continuing.

Sisilana urged residents to assist by ensuring meters are accessible and by reporting leaks promptly. Ratepayers can submit their own readings through several channels. These include the eServices Portal, which links directly to customer billing profiles, and a WhatsApp chatbot that allows residents to send meter data.

A USSD service (1343532#) is available for customers without internet access. The e-Correspondence Portal enables residents to lodge billing disputes and track responses online, while customer service centres across the metro provide face-to-face assistance. Sisilana said the municipality is also running outreach campaigns to educate communities about billing processes.

Through its “Bringing Municipal Services Closer to the People” programme, officials visit neighbourhoods to assist with billing queries, indigent applications and account updates. Ward councillors and ratepayer associations have supported these engagements, particularly benefiting pensioners and low-income households. The initiative has also driven increased uptake of e-billing and improved digital literacy among residents.

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